Customer Care Professional Job Vacancy in Amex Gurgaon, Haryana – Latest Jobs in Gurgaon, Haryana – updated today

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Company Name : Amex
Location : Gurgaon, Haryana
Position : Customer Care Professional

Job Description : You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Job Responsibilities
Your role requires you to take ownership of the call and resolve the inquiry to customer’s expectations to deepen the relationship and achieve highest level of customer satisfaction
Deliver extraordinary service by responding to questions concerning administrative accounts at corporation level
Assess mood, inquiry & profile of the PA and consult to share relevant messages and offers
Understand the criticality & sensitivity of given responsibility as servicing involves high level executive officers of client organizations
Contribute to a positive team environment by acknowledging others’ contributions and celebrating their success
Should be able to provide alternatives and apply superior Service No call handling skills to ensure best possible solutions and FCR to customers
Build rapport quickly with customers/clients and put them at ease
Deliver on Employees, Customer & Shareholder Metrics as Per Goals
Proven high initiative and energy level with good influencing, decision-making and collaboration skills
Strong communication skills with the demonstrated ability to handle highly complex and manual queries
Applicants must have prior experience with American Express
Passionate about the Brand and Customer Service
Candidate with Corporate Card/Credit Card Servicing knowledge is preferred
Strong understanding of American Express Policies & Procedures
Some of the key metrics of this team are
OSAT (Overall Satisfaction)
Value Generation
CFR (Customer First Resolution)
CHT (Call Handling Time)
ATS (Adherence to Schedule)
Quality/HOC & BST
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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